September 29, 2023
What is meant by generative AI?
Generative AI, as also indicated by the word itself, is a type of artificial intelligence that can generate text, images, video, music or other media.
Ongoing research in recent years has enabled the advancement and spread of generative AI on a global scale, contributing to theevolution of machine learning and deep learning.
In recent years, AI has had a major impact on our lives, fromintegration in our smartphones to advanced systems inside our cars. The advancement of this technology has led to the development of generative AI and, as a result, to far more advanced tools such as ChatGPT, GitHub and Anthropic.
What was the defining factor that led to the whole world talking about generative AI?
Without a doubt, ease of use: virtually any type of user can use generative AI to communicate and create. ChatGPT and its competitors differentiated themselves from AlphaGo early on through ease of use but especially through anextraordinary interface that allows the machine to converse in a humanized way with the user.
How did we arrive at this surprising result?
To understand how significant generative AI has become in our daily lives, it is important to understand its structure. I foundation models used in deep learning are inspired by the complex structure of the human brain, which consists of billions of neurons. Unlike previous AI models, the foundation models used today have the ability to process a large amount of data and perform more than one function simultaneously. This has enabled AI to classify, edit, summarize, answer questions and generate new content.
However, continued innovation will lead to many challenges. For example, the computing power required to train generative AI is likely to become very expensive, as are issues related to ethical and privacy issues that are currently still being debated.
Despite issues hindering its progress, many investments are being implemented on generative AI: in the first 5 months of 2023, about $12 billion was allocated globally(source: Mc Kinsey - The economic potencial of generative AI). Investments that have led, without a doubt, to a rapid growth in the potential of these tools.
ChatGPT was released in November 2022, and only four months later, OpenAI launched GPT-4 with vastly improved capabilities. By May 2023, Anthropic's generative AI had more than 10 times the processing capacity than when it was introduced a short time earlier. In May 2023, Google announced many new capabilities enhanced by generative AI.
What impact does Generative AI have on Customer Operations?
The ability of generative AI to revolutionize customer experience and operator productivity through self-service has enabled companies to increase quality and productivity.
Especially in the field of customer care, it is a technology that is experiencing tremendous success, due to its incredible ability to automate interactions with customers, using natural language. To date, there are 3 different ways of company-customer interaction based on artificial intelligence systems:
- Customer self-help interaction: the customer interacts with a generative AI-enhanced chatbot which provides immediate and personalized answers to complex questions, ensuring consistent communication regardless of the customer's language or location;
- Customer-human agent interaction: the operator uses AI-developed phone scripts and receives real-time assistance and suggestions for answers during the phone conversation;
- Autonomous agent improvement: the agent receives a recap of the conversation in a few coincidental points, enabling the creation of a customer complaint log and any actions taken. The agent also uses automated, personalized AI-generated suggestions, including tailored follow-up messages or customized training suggestions.
Our point of view
Without a doubt,generative AI is poised to boost the performance of Customer Operations. It will help almost everyone do customer service work by automating tasks that today take up to 70 percent of time.
Precisely because of its great ability to predict patterns found in natural language, more than half of all today's work activities will be automated extremely quickly. According to some studies, about a decade earlier than previous estimates.
Therefore, companies must quickly and effectively redistribute employees' time and skills, ensuring support for them in learning new skills including the prompt engineer, who will become a major figure in this area.
At Increso we have always been proponents of innovation in customer care services, with proprietary technologies now enhanced by generative AI, we are already working to harness this radical change for the benefit of our customers.
From our point of view, it is crucial to enhance our employees' AI skills, providing them with the necessary training to complement technology-specific skills with the Human Touch that is always guaranteed in our services, as well as to integrate new prompt engineers into the technical team to better serve our clients' Customer Experience.
If you would like to find out how we can help you make the most of generative AI, please contact us.
